Remote Manager, Digital Customer Success
at SentinelOne

Summary

Join our team at SentinelOne, a cutting-edge cybersecurity company, and contribute to defining the future of security through our XDR platform. We're looking for a Customer Success leader with impeccable leadership and operational skills to create win/win environments for all parties.

Requirements

• Possess a Customer-centric approach, you enjoy working with Customers and establishing strong relationships
• Prior experience leading and building in a Digital Customer Success focused role (Customer Success, Customer Care, Support, etc.) or equivalent history of increasing Customer satisfaction, adoption, and retention
• Prior experience building one-to-many and digital touch strategies
• Familiar with Customer Success tools and platforms
• Adept at managing Customer expectations that results in high Customer satisfaction
• Proven technical skills. Ability to understand Customer’s challenges and advise on best practices
• Impeccable written and verbal communication skills
• Experience in communicating with Customers from diverse cultures

Responsibilities

• Own overall Digital touch strategies for onboarding, adoption, nurturance, & growth of Customers, leading to repeatable successes
• Continuously evolve and refine various Digital Customer journeys that impact the majority of our customer base
• Develop and coach a team of Customer Success Managers and Leads, driving them to act quickly in response to ever-changing customer insights
• Use toolsets and resources to develop and manage programs for orchestration and automation at scale for mid-market and SMB customer segments providing visibility to all internal stakeholders and account teams
• Work with Customers and internal teams to establish success criteria and methodology to aid the customer in achieving their goals, maintaining excellence with SentinelOne products and foster promoters
• Collaborate closely with our Digital Growth Program Manager teams on upsell initiatives and understanding growth opportunities within SMB and mid-market accounts
• Operationalize early indicators of renewal risk in the Digital touch segments and action plans to remediate risk
• Operationalize the processes that impact Customer Success and various internal teams (Renewals, Sales Ops, Product, Training, etc)
• Scale the digital delivery of an excellent customer experience via strategic outreach, campaigns, automation, our Customer Community, and more
• Represent and advocate Customer needs, issues and feedback cross-departmentally with Product, Engineering, Sales, Marketing and Support
• Expand and utilize Customer Success systems and health models to engage with unhealthy Customers proactively and remove blockers

Preferred Qualifications

• Experience with Salesforce, Communications/Campaign tools, Totango and/or other Customer Success tools)
• Previous Security industry experience or demonstrated understanding of cyber security and terminology

Benefits

• Medical, Vision, Dental
• 401(k)
• Commuter
• Health and Dependent FSA
• Unlimited PTO
• Industry-leading gender-neutral parental leave
• Paid Company Holidays
• Paid Sick Time
• Employee stock purchase program
• Disability and life insurance
• Employee assistance program
• Gym membership reimbursement
• Cell phone reimbursement